My account

Last summer, we conducted our biggest ever public consultation and research programme to hear the views of our customers on our plans for investment and bills between 2015 and 2020.

We submitted our Business Plan for 2015-20 to the industry regulator, Ofwat, in December 2013.
Having received some feedback, we amended our Plan further and have received a draft Determination from Ofwat on 30th May. This means that:

by 2020, the average household bill will fall by £21 – or 5% - before inflation

more than £2.5 billion will be invested between 2015 and 2020 in improving services for customers whilst making good progress against the long term outcomes we aim to achieve.

Customer Challenge Group

To ensure our plans aligned with our customers’ priorities, an independent panel representing our customers was created to oversee our consultation and business planning process - the Customer Challenge Group (CCG). The CCG reports reviewed our initial Business Plan and the revised Business Plan and you can read them below.